ComplaintsforHeritage Chrysler Dodge Jeep RAM

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 14, 2023, I took my 2012 Jeep Liberty to Heritage because the truck wasn't starting. Heritage installed a starter and released the vehicle to me and stated it was under warranty and I didn't owe any money. Moreover, on Sept 17, the vehicle wasn't starting again, so when I took my truck back up there, the manager said I never paid for the first time, and I stated the service advisor told me I didn't owe any money. Therefore, I had to pay 439.73, and they installed another starter, and my truck is still not working right. In closing, I would like to be compensated for their inability to get my truck working.

  Business response

  12/08/2023

  Good morning,

  We performed an additional repair at no charge to this client and it resolved her issue. Customer is good with this resolution. Customer is picking up her vehicle on Monday Dec 11 2023. Please let me know if I can provide any additional assistance. 

   

  Regards,

  Andrew *****
  ****** ***** ********** *******r
  Mile One Heritage Division
  Office- ###-###-####
  Cell- ###-###-####
  1 Olympic Place, Suite 1120
  Towson MD 21204
  
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 2020 Chrysler Pacifica from dealer on July 3rd 2023 took vehicle on family vacation in September 2023 and my auto stop/start quit working and the vehicle had a terrible vibration when braking so upon return from vacation I schedule my vehicle to go into the shop in Harrisburg (Heritage also). After a few hours I received a phone call from the shop that both batteries need replaced as well as front brakes and rotors ( let me remind you I have only had this car 90 days at this point) and it will cost $1700 I decline because after paying $30,000 3 months ago I'm certainly not paying $1700 for repairs in which they justified as rotors warped due to traveling in the rain. After reaching out to the dealership numerous times for solutions all I get is what's a good contact number we will call you back and I never receive a phone call

  Business response

  10/31/2023

  Good afternoon,

  I have spoken with Ms.**** and she has addressed her concerns to me. Ms.**** is going to bring her vehicle to Heritage CJDR in Owings Mills so the vehicle can be evaluated.  Per my conversation with Ms. **** Heritage will provide her with a rental vehicle, so we can address all her concerns. We will update this case once we come to a resolution.

  Regards 

  Andrew *****

  Region Fixed Operations Director
  Mile One Heritage Division
  Office- 410-356-1783
  Cell- 240-446-6424
  1 Olympic Place, Suite 1120
  Towson MD 21204 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband **** ****** has been searching for a new vehicle for me. He found the listing for a Buick Enclave on Car Gurus and then also referred to the website for Heritage. He spoke to Trey a sales associate. Explained what he was looking for , and that I had just had surgery and we couldn't travel for a week. They informed him they don't do holds, so we made plans to drive from Syracuse NY to the dealership. 7 hours each way. And I had surgery Friday on my knee. Gas, food, and hotel costs. Never Once was it revealed that there were any issues with the vehicle. Stated NO accidents reported. We arrived at the dealership to test drive. The brakes were shot squeaked extremely loud and bad. Also a shimmy to the front when you turned. Also discovered a dent in driver's side door and a crack from a hit in bumper. We were informed by Trey and Kasha both that there was a 12,000 mile power train and a 30 day bumper to bumper. They took the car to replace breaks and rotors after Mike the Sales manager tried to say the paperwork was done Meaning someone just bypassed it. Pencil checked it. Started paperwork, to discover the car had a full Carfax report showing 5. Yes 5 accidents. They loved about the condition, about any accidents, lied about warranty and coverage as there is no 30 day full coverage. Final straw. They ran my husbands credit 3 times. This has now taken hots to his credit score. With a score of 780 knowing what he had this was uncalled for. No reason for it. Ran it thru the same company 2 x then a second company once. The lack of integrity and honesty from this company is appalling. We are out $500 in costs to travel, and my husband missed a day of work as well. The hit to his credit report is beyond unexceptable. The overall concern for safety of people purchasing from them is fearful. If it had been disclosed ahead of time about the accidents we NEVER would have gone to the dealership.

  Business response

  09/30/2022

  Business Response /* (1000, 12, 2022/09/19) */ heritage auto group os sorry to hear about the consumer experience with heritage chevrolet however the consumer filled out a credit application on line which allows the dealership to run credit and secure financing, the accidents are clearly disclosed on the free car fax provided on the vehicle display page.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle on 8/28/21. After reviewing the paper work given to me on a flash drive, I realized I was charged $538 for a Care Maintenance Contract which I KNOW I verbally refused, as they sold it to me on my LAST vehicle & I got a refund for the same thing!! The contract provides an oil change, oil, air & cabin filter replacement in 10K mile increments for 4YR/40,000 MILES. That's $135 for each visit. I work on cars & indicated that I could do it myself & I didn't want it. They added it on anyway!! On 9/8/21, I requested a 100% refund payable to the lien holder Chase bank. Tony H., the Finance Director, sent me the cancellation form the same day & I filled it out & sent it back. I emailed Mr. H. on On 9/29/21, `10/12/21, & 12/1/21 about the status & received NO response to any of them. On 12/16/21, I sent an inquiry to the Contract Holder & on 12/20/21, they responded that the contract was still ACTIVE!! Under the contract cancellation policy, a 100% refund will be given within the 1st 30 days of purchase; 30 - 60 days 100% & a $50 Admin Fee; After 60 days, a pro-rata refund will be made based upon the greater of the time or mileage expired from the purchase date, & a $50 Admin Fee. Since I requested the refund 12 days after purchase, I expect a full refund to the lienholder.

  Business response

  02/11/2022

  Business Response /* (1000, 5, 2021/12/23) */ We have gone ahead and processed the full refund as requested. Our Director of Operations, Scott F. has reached out to Mr. ******* via phone and left a voicemail to follow up. Consumer Response /* (3000, 12, 2022/01/14) */ ***Document Attached*** No credit has posted to my account as of 1/14/22. Business Response /* (4000, 14, 2022/01/18) */ check was mailed to chase on 12/27 and cashed by chase 1/12 Consumer Response /* (2000, 21, 2022/02/01) */ Refund Received...2/1 Case is considered closed.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my grandmothers Jeep in for a few recalls in March of 2020 and they took care of a few that day and then had to order parts for the remaining issues, which was 2. One was a fuel pump relay and the other was the dash, which was the original reason for going in as the leather was peeling from the dash. At first everything was great and Al was helpful and communicated timely, both parts had like a 4-6 month lead time which I understood. But ever since my last call from Al on 03/04/2020 I haven't heard from anyone from the dealer, every time I call and explain the situation to a new service person they told me to call back in a week or so and when I do that person doesn't work there anymore. I have spoken to five different people and gotten five different reasons or excuses. I was able to take the vehicle in on August 10, 2021 for the fuel pump relay even though it was supposed to go in for the new dash. That service person said it was escalated to someone else hire and that I would hear from them in a week and I called back again after and have yet again to hear back.

  Business response

  02/04/2022

  Business Response /* (1000, 13, 2021/12/27) */ Warranty repairs have been completed for this vehicle

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Jeep for service with my transmission and engine that's covered under my power train warranty, they did not fix the car, I took it back they kept it fir 5 days telling me nothing wrong with my vehicle when my transmission is constantly over heating and then refused to fix it abs said I should get a second opinion, ***** told me his techs don't get paid to test drive cars to find out what's wrong with it.

  Business response

  08/11/2021

  Business Response /* (1000, 5, 2021/08/11) */ Contact Name and Title: Mike ******* FOD Contact Phone: XXX-XXX-XXXX Contact Email: ********@mileone.com **** ******* After reviewing the work order today i discovered that we did however drive the vehicle for 65 Miles with no overheating and no DTC present in this vehicle Car was operating as designed. When i spoke to Ms. ***** today i found out that after she picked up the car on Thursday the 5th of August it broke down on her Friday the 6th. Car was then towed to Ourisman CDJR of Baltimore.

• Initial Complaint

  06/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Nov 2007,I purchased a 2008 Jeep Liberty from this business along with their Lifetime Maximum Care Wrap Lifetime Warranty *********, which states that it is in effect until my death or I sell my car. For the last 4-5 yrs. Every time I go there, I tell them not to do any work until they verify it's under warranty, which is what they did from the beginning. Each time they would do the work, then tell me it was not under warranty and charged me. On 5/28/21 they did the same and charged me $127. When I complained, another service rep actually checked and said Chrysler cancelled my warranty yrs back, pending a powertrain inspection( not in my written contract).He checked with his mgr. and said they would not charge me this fee, but refuses to refund me the money. I called Chrysler and they told me the dealer should have notified me of the inspection and said she felt the dealer was ripping me off..

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/06/24) */ Contact Name and Title: Hal P. Contact Phone: ********** Contact Email: ******@mileone.com We have reviewed the concern with our records and the factory Jeep representative. It is written in the original warranty book that the PT inspection must be done every 5 years to keep coverage in effect. Jeep also mailed a post card to all owners prior to the anniversary of the 1st 5 years as a reminder and the vehicle was in for service at that time. Jeep cancelled the coverage sometime in 2020 without our knowledge. As goodwill we are refunding the diagnostic fee. We have spoken to Mr. ******** and shared this information. Consumer Response /* (3000, 7, 2021/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the contract and no where does it state that I am to refer to the owners manual. This is not an extended warranty, they sold me a lifetime warranty, which states right on that it's good until I transfer the car or upon my death. At the dealership, the service tech told me that if I got my powertrain inspection (which he was going to charge me), Chrysler said they would reinstate my warranty. Now the dealer says this is not true. Every single time I go to this dealership, I am told something entirely different. I've spent thousands of dollars there and I don't know what's legitimate or not. I do feel that this dealership is not acting on good faith. If they're doing this to me, I'm sure that they're doing similar things to their other customers. Business Response /* (4000, 9, 2021/06/30) */ chrysler indicated that mail was sent to the consumer indicating that the routine check would need to be performed for the warranty to be active, we called the factory to ask if they would consider reinstating the warranty and we were told no, we understand the consumers concern and frustration but the decision is not made by the dealer Consumer Response /* (3000, 16, 2021/07/14) */ I did not respond because I was away. Mile One continues to change their story. I was told by the service rep that they would reinstate the warranty once I had the powertrain inspection which was scheduled. After bringing my car in, I felt uncomfortable with the service dept and left. So they are telling me now it can't be done. This is what they have continued to do, change their policies from one minute to the next. The warranty that they sold me does not state on it to refer to the manufacturers warranty for information. This is the warranty I purchased from them. They also state that they sent me a reminder which also is false. They are taking the easy way out and making things up. This was a warranty, pushed and sold to me through their finance dept, and now are trying to get out of it. My dealings with them over the last few years has been troublesome to say the least. If they don't want to honor my warranty, then they should refund my money. Business Response /* (4000, 18, 2021/07/30) */ mile one is a representative of the manufacturer and will honor any warranty that is provided to the consumer by the manufacturer, unfortunately chrysler will not honor the unlimited warranty due to lack of scheduled maintenance, chrysler has been communicating these facts to the owner. this is not decision made by the dealer Consumer Response /* (4200, 20, 2021/08/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response, because I have continually been lied to by the dealership. For the last 4 or 5 yrs. I have been told different stories each time. Even though I distinctly asked each service rep to check the warranty before they did anything, they never once told me the actual status until the last rep actually checked. I called Chrysler per this rep and was told she felt that the dealer was trying to make money off of me. This dealership is disgraceful and should not be allowed to be in business. Again I purchased this "lifetime warranty" from this dealership. There is absolutely nothing in this contract that refers me to the owners manual. I would not trust this dealership with even touching my car. They obviously sold lifetime warranties, thinking no one will keep their cars. Business Response /* (4000, 22, 2021/08/05) */ i am sorry that mileone and the consumer can not come to a resolution on this matter as i stated on my previous responses that the manufacturer is responsible for the lifetime warranty and the decision is not made by the dealer Consumer Response /* (4200, 24, 2021/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, the dealer has never tried to resolve this. Like every other dealing with them, it's not their problem. I bought this warranty from the dealer's finance dept., not the manufacturer. In the beginning, every time I went to the dealer for problems (and there were many), they told me I was lucky I had this " lifetime warranty". This seemed to stop after I kept the car more than a few years, as most consumers are expected to trade in their cars. Because of this change in service, I made a specific request to check if my service request was under warranty before any work was done. Every time, the work was done and I was told that Chrysler said that it was not warranted. Again, after the fact. Again we are talking about the dealer. Not once did they say that there was an issue with the warranty. This leads me to believe that the dealer never did check, until my last visit. This time the service rep told me of the problem and that Chrysler told him, that to reinstate my warranty, I had to go through the powertrain inspection, which we scheduled. Now this someone else, from this dealer is saying that this also isn't true. I was told that they sent me a notification about the warranty a few years ago, and that is not true. I find it funny how they seem to know that, but have no records of my service four years ago. The response by Mile One is very typical of the many other responses, I've received through the years. Again, my complaint is with the dealer, Mile One, and not Chrysler, who they are blaming. I would never trust this dealership, and I would hope that no one else would be foolish enough to purchase through them. Business Response /* (4000, 26, 2021/08/09) */ i need bbb to close this case as i indicated that there is issue can not be resolved by the dealer, the consumers contract requires certain inspections that were not completed by the customer and the manufacturer has declined to honor the lifetime warranty for those reasons... Consumer Response /* (4200, 28, 2021/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This should not be closed. My issues are with the dealer, who has done absolutely nothing to resolve this. This has been my experience with Mile One for years now. I feel they have caused this issue. They sold these warranties to make money, not thinking people will keep their cars. One of the first times I needed this warranty, I had to call the salesman from the side of the road because I couldn't get hold of the service dept. The salesman's response was, "it's time to trade your car in." I felt that they never wanted to help then, and it's still the same 11-12 years later. Business Response /* (4000, 30, 2021/08/20) */ i am requesting that bbb close this case as this complaint must be refered to the manufacturer and not the dealer Consumer Response /* (4200, 32, 2021/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, my complaint has to do with the dealer, for all the explained reasons. The dealer continues to ignore what the actual complaint is, just like they have continually failed to listen in the past. They also seem to ignore the fact that they were the ones who sold me the warranty and the ones who took my money, overt and over. Like always, they just refuse any responsibility and want to write if off. If they deal with one customer this way, I feel certain that they are doing it to others.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩